Understanding Satisfaction with Schools: The Role of Expectations

Jacobsen, Rebecca; Snyder, Jeffrey W.; Saultz, Andrew

doi:10.1093/jopart/muu026

Cited by 41 publications

(30 citation statements)

References 27 publications

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“…The second implication for research is theoretical. While distinctions between types of expectation have been of interest to researchers recently, we suggest that adopting a broader concept of expectancies, as Jacobsen, Snyder, and Saultz () do, will allow us to refine the expectancy‐disconfirmation model in a way that is closer to how citizens come to feel satisfied or dissatisfied with a service.…”

Section: Discussionmentioning

confidence: 93%

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

Petrovsky

Mok

León-Cázares

2016

Public Administration Review

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Citizen satisfaction with public services has been shown to depend on citizens’ expectations and their perceptions of performance. If performance exceeds expectations, satisfaction is likely; if performance falls short of expectations, dissatisfaction is likely. The existing evidence on this process covers the United States and the United Kingdom. The authors generalize the idea of expectation‐driven citizen satisfaction (the “expectancy‐disconfirmation model”) theoretically and empirically to an institutional context of limited accountability and widespread citizen distrust. Using a survey of a broad cross‐section of the general adult population in Guadalajara, Mexico, in 2014, this article finds support for the expectancy‐disconfirmation model in this very different context. The authors also test for an effect of the type of expectation using an embedded, randomized experiment but do not find evidence of a difference between normative and empirical expectations. Findings support the usefulness of the expectancy‐disconfirmation model in a wide range of contexts.

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Section: Discussionmentioning

confidence: 93%

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

Petrovsky

Mok

León-Cázares

2016

Public Administration Review

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“…Research also indicates that state‐sanctioned performance ratings have a causal impact on district residents’ views regarding the quality of their school districts (Chingos, Henderson, and West ) and that the introduction of school and district report cards was associated with a decline in public support for schools in New York City (Jacobsen, Snyder, and Saultz ). Importantly, public perceptions of school quality were responsive to proficiency‐based performance measures despite the fact that much of the public clearly values administrative outcomes other than student achievement in math and reading (see, e.g., Jacobsen, Snyder, and Saultz ).…”

Section: Big Data and External Political Actorsmentioning

confidence: 99%

We All Need Help: “Big Data” and the Mismeasure of Public Administration

Lavertu

2015

Public Administration Review

111

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Rapid advances in our ability to collect, analyze, and disseminate information are transforming public administration. Th is "big data" revolution presents opportunities for improving the management of public programs, but it also entails some risks. In addition to potentially magnifying well-known problems with public sector performance management-particularly the problem of goal displacement-the widespread dissemination of administrative data and performance information increasingly enables external political actors to peer into and evaluate the administration of public programs. Th e latter trend is consequential because external actors may have little sense of the validity of performance metrics and little understanding of the policy priorities they capture. Th e author illustrates these potential problems using recent research on U.S. primary and secondary education and suggests that public administration scholars could help improve governance in the data-rich future by informing the development and dissemination of organizational report cards that better capture the value that public agencies deliver.

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“…The EDT has dominated CS/D research over the past couple of decades; flaunted as one of the most versatile model for the study of human behaviours and has been applied in various study domains such as product [25], services [26], online studies [12], [27], governance and policy [28]. Others are education [29], health [30], and family life and marriage [31][32].…”

Section: The Expectation Disconfirmation Theorymentioning

confidence: 99%

The Moderating Role of Risk Perception on The Relationship Between Satisfaction and Repurchase Intention of Bottled Water in Nigeria: A Research Proposition

Wahid

Mohaidin

Ojatta

2018

MATEC Web of Conferences

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Abstract. There has been a surge of bottled water consumption globally to date. This phenomenon requires investigation on why consumers intend to repeat purchase the product. While past literature has applied Oliver's expectation disconfirmation theory (EDT) to explain the link between customer satisfactions (CS) and repurchase intention (RI), other studies have reported conflicting findings. Thus, this study argues that risk perception (RP) should be added as a moderating variable between CS-RI which should improve our understanding of the RI behaviour in the context of EDT, bottled water consumption, policy and marketing strategy research. A new framework is proposed to explain the role of RP in EDT, with the aim of stimulating further enquiry.

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Understanding Satisfaction with Schools: The Role of Expectations

Cited by 41 publications

References 27 publications

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

We All Need Help: “Big Data” and the Mismeasure of Public Administration

The Moderating Role of Risk Perception on The Relationship Between Satisfaction and Repurchase Intention of Bottled Water in Nigeria: A Research Proposition

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